Written by Luigi Lenguito, Director of WW Services, Marketing, Dell
At Dell we just launched a new service for PC owners called "Premium Phone Support with In Home Repair service) - that is a bundle of software support capabilities and hardware advanced warranty. Customers are definetly likeing it, witnessed by increased attach rate compared with pure warranty ... and that is paying a premium of course. Glad our year plus development work and research is paying off !... and many still upgrade to Solution Station later on when they hit more complex issues (virus infection, etc.) .. so it's not cannibalizing point of pain services either ... the best of two world.
Anybody out there witnessing the same trend with PC customers giving more attention to software support services ?
